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Quick check: Credits are added immediately after successful checkout. If they’re missing, there’s usually a simple explanation.

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Common reasons credits don’t show

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1. Wrong product type purchased

Only products configured with credits added upon purchase will add credits to athlete accounts. To verify:
  1. Go to Products in your dashboard
  2. Select the product the athlete purchased
  3. Confirm the product type includes credits

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2. Credits manually adjusted

If you or another coach manually adjusted the athlete’s credit balance, it may override their purchased credits.
  • Check the credit history:
    • Navigate to People →Clients → [Athlete/Parent Name] → Credits
  • Review the credit activity log for manual adjustments

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3. Expired credits removed

Credits have expiration dates based on your product settings. Expired credits automatically revoke access to use from athlete accounts no matter if they are one time or subscription products.
Best practice: Set credit expiration periods that give athletes reasonable time to use their sessions (typically 30-90 days).

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4. Athlete hasn’t refreshed their app

Sometimes credits appear on your end but the athlete’s app needs a refresh to display the updated balance. Ask the athlete to:
  • Close and reopen the CoachIQ app completely
  • Log out and log back in if needed
  • Delete and redownload the app

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Quick fix checklist

Most likely: App needs refreshing.Ask the athlete to:
  1. Close the app completely and reopen it
  2. Check their email for a payment confirmation
  3. If credits still don’t appear after 2-3 minutes, contact you with their transaction details
Most likely: Credits expired or were manually adjusted.Check:
  1. Credit expiration date on the original product
  2. Credit activity log for manual changes
  3. If expired, athlete needs to purchase new credits
Most likely: Wrong product type or manual adjustment.Verify:
  1. Product is configured with session credits
  2. No recent manual adjustments set credits to 0
  3. Check transaction history to confirm purchase details

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Manual credit adjustment

If you’ve verified everything is correct but credits still aren’t showing, you can manually add credits:
1

Navigate to athlete profile

Go to People → Clients → [Athlete/Parent Name] → Credits
2

Add credits manually

From the Master or specific product credit bank enter the correct amount.
3

Notify your athlete

Send a quick message letting them know their credits have been added.

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Still not resolved?

If you need additional help or credits still aren’t showing after checking these items:
  1. Screenshot the issue: Capture the athlete’s credit balance and transaction history
  2. Contact support: Share screenshots and athlete details
  3. Temporary solution: Manually book the athlete into their session while the issue is resolved